This role supports Drake Software in delivering the tools and services tax professionals rely on to grow their business and serve their clients. We are a team dedicated to providing excellent customer service by efficiently troubleshooting and resolving all client inquiries. Our customers trust Drake Software for comprehensive product excellence and value.
Highlights & Benefits
Beyond competitive compensation, we invest in our team with a comprehensive benefits package designed to support your well-being and growth. This includes medical, dental, vision, and life insurance, generous paid vacation and sick days, paid holidays, and a 401(k) with company match. You'll thrive in our fun, collaborative, and supportive culture, with opportunities for continuous learning and career development. Other highlights include:
- Room for growth – develop skills and advance your career
- Opportunities for cross-training – broaden your knowledge across multiple products
- Multiple openings available – join a team that is expanding and hiring now! We are hiring on multiple shifts, and a shift differential is offered for closing shift!
- Comprehensive training program – paid training to set you up for success from day one
- Supportive leadership team – approachable leadership team who is invested in your success
- Convenient location – easy access to our onsite facility with nearby amenities
- Work that makes an impact – support tax professionals and customers across the country
Essential Duties & Responsibilities
- Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email and live chat, ensuring prompt and accurate solutions.
- Interviews end user to determine root cause of the problem and leads user through troubleshooting and diagnostic procedures to identify a resolution.
- Handles problem recognition, research, isolation, resolution, and follow-up for most user problems, partnering with designated staff on more complex problems to ensure customers receive appropriate advanced support.
- Accurately document and track all customer interactions and resolutions for continuous improvement and follow-up on any unresolved problems timely.
- Maximize positive relationships and customer experience through delivering exceptional, empathetic service in every interaction.
- Adhere to established best practices, procedures, scripts, and direction provided by management.
- Maintain consistent, reliable attendance and adherence to your schedule for all shifts.
Education & Experience
- High School diploma or general education degree (GED); or related experience and/or training: or equivalent combination of education and experience required.
- Proficiency with essential computer applications and accurate data entry skills required.
- Prior experience in telemarketing, retail background or customer relations preferred.
- Strong customer service skills required.
- Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions.
- Excellent verbal communication skills, including clear articulation, a professional phone presence, and active listening.
- Strong reading comprehension and critical thinking skills required.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Work Location: In person
